Operations Management: Managing Quality – Flashcards
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Quality
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The ability of a product or service to meet customer needs.
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Cost of Quality (COQ)
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The cost of doing things wrong--that is, the price of non conformance.
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ISO 9000
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A set of quality standards developed by the International Organization for Standardization (ISO)
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ISO 14000
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An environmental management standard established by the International Organization for Standardization (ISO)
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Total Quality Management (TQM)
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Management of an entire organization so that it excels in all aspects of products and services that are important to the customer.
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PDCA
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A continuous improvement model of plan, do check, act.
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Six Sigma
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A program to save time, improve quality, and lower costs.
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What is DMAIC
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A five step process improvement model 1. Define 2. Measure 3. Analyze 4. Improve 5. Control
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Six Sigma- Defines..
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the project's purpose, scope, and outputs and then identifies the required process information, keeping in mind the customer's definition of quality
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Six Sigma- Measures..
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the process and collects data.
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Six Sigma - Analyzes..
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the data, ensuring repeat-ability (the results can be duplicated), and reproducibility (others get the same result).
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Six Sigma- Improves..
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by modifying or redesigning, existing processes and procedures.
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Six Sigma- Controls
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the new process to make sure performance levels are maintained.
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Employee empowerment
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Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization.
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Quality Circle
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A group of employees meeting regularly with a facilitator to solve work-related problems in their work area.
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Benchmarking
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Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity.
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Quality robust
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Products that are consistently built to meet customer needs in spite of adverse conditions in the production process.
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Quality loss function (QLF)
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A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants.
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Target-oriented quality
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A philosophy of continuous improvement to bring the product exactly on target.
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Cause-and-effect diagram
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A Schematic technique use to discover possible locations of quality problems.
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Pareto Charts
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Graphics that identify the few critical items as opposed to many less important ones.
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Flowcharts
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Block diagrams that graphically describe a process or system.
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Statistical process control (SPC)
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A process used to monitor standards, make measurements and take corrective action as a product or service is being produced.
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Control Charts
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Graphic presentations of process data over time, with predetermined control limits.
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Inspection
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A means of ensuring that an operation is producing at the quality level expected.
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Source inspection
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Controlling or monitoring at the point of production or purchase--at the source
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Poka-yoke
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Literally translated, "foolproof"; it has come to mean a device or technique that ensures the production of a good unit every time.
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Attribute Inspection
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An inspection that classifies items as being either good or defective.
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Variable inspection
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Classifications of inspected items as falling on a continuum scale, such as dimension, size, or strength.
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Service recovery
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Training and empowering front line workers to solve a problem immediately.
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Reliability
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involves consistency of performance and dependability. It means that the firm performs the service right the first time and that the firm honors its promises.
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Responsiveness
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concerns the willingness or readiness of employees to provide service. It involves timeliness of service.
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Competence
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means possession of the required skills and knowledge to perform the service.
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Access
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involves approach-ability and ease of contact.
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Courtesty
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involves politeness, respect, consideration, and friendliness of contact personnel (including receptionist, telephone operators, etc.)
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Communicatoin
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means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumers--increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice.
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Credibilty
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involves trustworthiness, believability, and honesty. It involves having the customer's best interests at heart.
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Security
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is the freedom from danger, risk, or doubt.
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Understanding/ knowing the customer
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involves making the effort to understand the customer's needs.
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Tangibles
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include the physical evidence of the service.
